Leveraging AI for customer experience is the new battlefield. In today’s competitive landscape, customer experience is the ultimate battleground. AI offers powerful tools to personalise interactions, anticipate customer needs, and deliver exceptional service. Leaders can use AI to tailor marketing messages, create frictionless buying journeys, and proactively address customer concerns before they arise. This topic offers examples and talks about leveraging AI to elevate the customer experience, to build brand loyalty and to gain a significant edge over your competitors.
February 2025
In our Accelerating Digital Delivery series, we explore the key factors that drive transformative digital solutions. A user-centric design approach—prioritising the needs, preferences, and behaviors of end users—is critical for creating services that truly deliver value. This approach was central to our work with the […]
February 2025
The need for inclusive design is more pressing than ever in financial services. Customers expect quality. The regular expects us to evidence it. To build a truly inclusive service and grow customer loyalty, financial organisations must adopt human-centred design, as outlined in the products and […]
February 2025
Over the past few years, I’ve had many conversations with friends and acquaintances spanning a wide range of industries, including the civil service, agencies, consultancies, and the private sector. Throughout these conversations, the topic of AI has come up time and time again, with work […]
November 2024
At the Durham Centre for Academic Development (DCAD), we’ve been focused on tackling a pressing challenge in Higher Education: how to improve the engagement of researchers in professional development and training programmes. It’s a concern that many universities share, and we’ve seen firsthand how outdated […]
November 2024
What would your organisation’s response be to the following question “do we provide the same level of accessibility to our employees as we do to customers or users?” Organisations recognise and prioritise the importance of accessible technology for their customers, but are they giving the […]
November 2024
Working with the Foreign, Commonwealth and Development Office (FCDO) has been the ultimate exercise in operating at scale. It’s raised some really interesting design and delivery challenges and made me question if I’d ever have another opportunity at a truly global rollout. The global marriage […]
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